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Aptela Knowledge Base » User and Department Management » Departments » What Privileges Do Department (Queue) Managers Have?

What Privileges Do Department (Queue) Managers Have?

Departments (Queues) can have managers set for them. Managers have rights to:
  • Make edits to the department settings, including adding and removing users to the department.
  • Listen to and manage department voicemails via the application.
  • Read and manage department faxes.
  • On Queue enabled departments
    • Monitor (or listen in) on live calls
    • Record inbound and outbound calls
    • Sign agents in and out of queue
    • Manage call routing distribution from your directory window
    • Access reporting feature
To assign a Department Manager:
  • Log in as Operator
  • Go to People
  • Click on Departments
  • Mouse over the Department's name and a pop-up will appear
  • Click on the Edit icon
  • Scroll down to Queue Manager for this Department
  • You will see a list of all members of the department, click the box for any user who should have Manager capabilities
  • Scroll to the bottom of this page and click Save

Tip:  You can have a user be a manager of a department or queue but not taking calls.

To do this, go back to the Edit page for the Department. Scroll to Users in this Department. Note that there is an "Inactive User" box and "Active User" box. Place these managers in the Inactive User area.

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